J.R.J. Tara Corporation

Review: I reserved a moving truck from U-Haul on May 1 2014 for moving date May 31 2014 - I received confirmation for a 26 foot U-Haul moving truck for May 31st at 8:00 am - I we got to U-Haul store to pick up the truck there was no truck there and they did not give us a different size truck or nothing. The manager at this location was very nasty and did not even try to help with getting a different truck. He said to me maybe at 4:00 that day the may have a truck to use but not sure. The manager told me and my husband to get the F out of the store. Because I told him that I was going to report him and the company to the Revdex.com. I had people at the home I was moving from at 8:00 to move me and I had no truck to this. We ending using cars and pick up truck to move my household items - five trips back and forward it took - almost 100 miles for each vehicle used.Desired Settlement: I would like U-Haul to composite for the cost and aggravation they put me though.

Business

Response:

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Western New York regional office, followed up on the information and sent her the following email in response:Good Morning Ms. [redacted], I am writing in regards to the recent Revdex.com letter we received. I do apologize that the truck we had reserved for you became unavailable, it appears the previous customer did return on time as they promised to. I have issued a $50.00 check that will be mailed to the address you provided us and the Revdex.com. This is considered the $50.00 reservation guarantee which we issue when we schedule and guarantee you a truck at a specific location and that becomes unavailable. I do apologize for the inconveniences this caused you and your family. Thank you, [redacted] Executive Assistant U-Haul of Western New YorkOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This complaint is for U-haul reservation #[redacted], a one-way van rental.I made the reservation online for a Van to be picked up by 11am, July 4th at the business location of [redacted].I received both online and txt confirmation indicating a van will be ready for me to pick up at designated time and location. U-haul also offers customer a compensation of $50 if by the pickup time the vehicle is not available and the location is not able to provide an alternative vehicle.The owner ([redacted]) called me on July 3rd, and said that I had to be there prior to 12pm on July 4th, because her location will be closed by then.When I got to the place around 11am, the original pickup time, the employee worked there found out my reservation time somehow was changed to 2:30pm without my consent. Later when I called U-haul customer services, I was told regional office (at the instruction of the owner) changed the time.Then I found out that the Van I reserved is not available, and the owner is expecting another customer to return it before I can get it. She also refused to offer me alternative vehicle, although the employees initially wanted to ar**nge that.There are three things I am complaining here:1. The indecent and unprofessional behavior of the Owner ([redacted]) to change reservation time without customer even beingaware of. Her only purpose to do that is to pretend the fact that she did not have the reserved vehicle at the time originally cont**cted2. The onwer yelled at me and my wife in a very rude way. She claimed whatever our reasoning was does not matter, because it is her business.3. I request a $50 compensation due to the fact that I was not able get a van until after 12:30pm. U-hual contract stated that if an alternative is not offered when the original vehicle is not avaialbe, the customer should be compensated.Desired Settlement: U-haul to refund $50 per cont**ct languages with its customers

Business

Response:

July 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], Senior Staff for our [redacted] regional office located in [redacted], followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I am sorry for the problems that you had with your reservation on the holiday and customer service that you received. As a one time customer service we will issue the $50 guarantee. Thank you

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On May 28, 2014, I had a uhaul trailer hitch installed by a uhaul technician at [redacted]. Contract # [redacted]. I paid the additional cost for the Lifetime Hitch Warranty provided by uhaul. On June 23, 2014, I rented a 4x8 uhaul trailer, contract # [redacted]. On June 29, 2014, I was traveling through Arkansas on Interstate Rt 40W, towing the uhaul trailer, when one side of the uhaul installed hitch came loose causing the uhaul trailer tongue to fall to the ground. I immediately pulled my car over to the shoulder. Upon initial inspection, I noticed that the hitch was installed to my metal frame on the passenger side but the driver side (the side which came undone) was installed to my plastic bumper. I also noticed that the trailer mount got caught underneath my vehicle, damaging my bumper ever further and puncturing a hole in my spare tire compartment. I called uhaul roadside assistance and was told by [redacted] (he refused to provide me his employee id or extension) in Phoenix, Arizona. He informed me that it was my responsibility to get the disabled trailer to an authorized uhaul dealer. An Arkansas Highway Patrol officer pulled over and provided me with the state's service of removing disabled vehicles from highways. The tow truck driver unhooked the uhaul trailer and towed it to the next exit and left it there, as required by state law. The tow truck driver informed me that the area was not the safest area, but he was required by state law to leave my vehicle. I proceeded to spend over 4 hours calling uhaul's emergency hotline to explain the situation and have them send a tow truck to tow the trailer to a uhaul dealer so they can fix the hitch they improperly installed. I eventually spoke with a manager, [redacted], employee id [redacted]. She was very rude and apathetic. She showed absolutely no concern for my well-being, even though I informed her that uhaul's service technician's improper installation caused me to be involved in an accident and that I had been sitting in an unknown and unsafe area for over 4 hours. She told me that even though I purchased the hitch, the lifetime hitch warranty, and had the hitch installed by a uhaul technician, uhaul was not responsible for towing their disabled trailer. She informed me that it was my responsibility to either take my vehicle and the broken hitch back to [redacted] (where I had the hitch installed) or bring my vehicle and the trailer to Memphis, TN, at my expense. I informed her that it was impossible for me to do either as the trailer was unhooked from my vehicle in order for the tow truck to tow the trailer. She told me that she could send out a tow truck to tow me to Memphis, but at my expense. I asked to speak with her manager, at which point the call was disconnected. I never received a call back even though she was provided with my call back number. Frustrated with the situation and uhaul's complete and utter lack of concern for their service technician's negligence and for the well being of myself, my passenger, and my cargo, I called a tow company and had the trailer towed to a hotel in Forrest City, AR, at my expense. Uhaul has yet to contact me regarding this matter even though I filed an accident report with them.Desired Settlement: I would like to be reimbursed for the towing expense to the hotel in Forrest City, AR and for the cost of the hotel room. I would also like the hitch to be installed properly and the damage to my vehicle repaired, at uhaul's expense. I would also like an explanation of why both [redacted] and [redacted] insist that it is my responsibility for the service technician's (that uhaul hired) negligence in installing the trailer hitch properly.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Executive Assistant for our South Philadelphia regional office, followed up on the information [redacted] provided and sent him the following email in response:

Hello [redacted], We apologize for your inconvenience. Understand how frustrating this may have been. We will like to cover your hotel expenses and cover 50% of the rental cost. If possible could you email me the reciepts for the hotel. Thank You.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As of 4:00 PM EST, July 17, I have not received any reimbursement.

Regards,

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Our records indicate the refund for $350.87 was issued back to [redacted] Visa account on July 15th. The refund should post on his next credit card statement.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation on 7/18/2014 on uhaul.com for a 26' truck available for pickup in Granby, CO on 7/31/2014. I received a conformation email stating the reservation has been made along with a "reservation guarantee" stating "when you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as requested. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50." I did not receive any contact in regards to my reservation until less than 24 hours before the truck was to be picked up, stating there is no 26' ft truck available and that they could issue a 20ft truck instead and add on a trailer if needed. Usually, when a customer makes a reservation for a 26' truck, that means they need a truck that will accommodate that space for moving. If I could of used a 20' truck then I would of made a reservation for that seeing as how it is cheaper. I'm now told, with less than 24 hours notice, that my only option is a 20' truck and 6' trailer which is 300 cubic sq. ft. less than the 26' truck. I'm also told that I do not qualify for the $50 credit and will only be issued a $10 credit for a 300 cubic sq. ft difference in size. This is the worst customer service I have came across from a business. Usually when a reservation is made, especially with a more than adequate time frame, I expect that reservation to be upheld. I don't make a reservation at a hotel just to arrive and no rooms be available to accommodate my family size. And especially not to hear that I'm basically out of luck and take it or leave it. If uhaul is not able to accommodate a reservation, then there should not be the option of making a reservation. We are now stuck scrambling to find a truck with less than 24 hours to do so, because of uhaul's poor customer service and their system of reservations, which does not mean a thing.Desired Settlement: My reservation to be upheld and available with a 26' truck ready to be picked up when it was reserved for, or the $50 reservation guarantee applied along with a reasonable credit for the 300 cubic sq ft difference in size of what they are claiming is available along with the unreasonable short notice and the hassle, not a measly $10 credit.

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office [redacted] was contacted and informed of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to [redacted]’s Master Card account and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was told to pick up a 20ft truck and a 6 ft trailer the night before our scheduled reservation. Once again, I reserved a 26 ft truck, well in advance, did not receive it, yet am still expected to pay for it. I was told a 26 ft truck was not available at my preferred location of Granby, CO on my scheduled reservation date of August 31, 2014 and there was not one available at any nearby location as well. Considering UHUAL gave me less than 24 hours notice that they could not meet my reservation, I had no other choice but to use the 20ft truck and 6 ft trailer and make multiple trips instead of one trip which is 125 miles one way. We were now stuck driving an extra 250 miles due to this huge inconvience. But to make matters worse, there was in fact a 26 ft truck at the Granby uhual location and was available on my scheduled reservation date of 8/31/2014. I did call the location and verified the 26 ft truck was there and available that day. I was never contacted by uhual. I did contact uhual myself via phone and their [redacted] page and never got a call back. This is an obvious bait and switch tactic and I would like my money back.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer [redacted].

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from [redacted]. She informed our office she spoke to [redacted] and explained she was issued a refund for the $50 Reservation Guarantee Fee due to the fact she did not receive the exact size equipment she requested. In an effort to bring closure, [redacted] issued a supplemental refund for $142 as an adjustment on her rental.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: Hello I signed a contract with the Uhaul located at [redacted]. I paid $144.34 monthly and the contract was for a dry, air conditioned, climate controlled storage unit. In May of 2013, I was contacted by Uhaul because the air conditioner was leaking inside my unit and also the unit behind mine. When I arrived the air conditioner outside my unit had a puddle of water around it and had a white ice substance coming from the hose. This past August 2014, I arrived at my storage unit [redacted] to find that the air conditioner was still leaking badly inside my unit and of course a lot of my stored items were ruined. The air conditioner outside still sat in a puddle of water and still had this white ice substance coming out of the broken hose. I have spoken and written to the manager explaining to her that I did not receive the dry, air conditioned storage space that I had paid for. The manager refuses to refund any money to me, even though I was sold something never received. Desired Settlement: I paid $144.34 monthly and was suppose to receive a dry, air conditioned, space. Two of those promised things (dry & air conditioned) were not given to me for at least 2 months and possibly for up to 15 months. I would think a partial refund for 2 months of $192. is a reasonable request.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided and sent him the following email in response:Ms. [redacted], My name is [redacted]. I have reviewed your account with U-Haul an see where you had the Safestor policy. Any damage to your belonging would be covered under this policy. You would need provide Rep Western with pics of the damaged items in your storage room. If you have not done so please do so this may be taken care. I am going to issue you a refund of your last month in the amount of $144.34. Any further action on this file would would need to be through the insurance company. Thank you and if you have any questions feel free to contact me. [redacted] U-Haul Co. Gainesville.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I got my storage unit for the first month free with my one way Uhaul rental on Nov 30, 2014. On Dec. 30, 2014 I got online to pay my first month payment that was due. I then found out that Uhaul put me on auto pay without my permission. The charge was already pending in my bank account in a different state 6 hours away. I immediately called the store in Elyria, Ohio on North RIdge Rd. and the girl said the manager was gone for the day and that he would have him call me tomorrow. I said not good enough its coming out of my account today and was going to bounce. She then said she would call the manager and have him call me. When I received no call back from anyone I began calling again. No one could or would help me. I kept getting transferred and 2 different people actually hung up on me. The money is going to bounce in my account and I am going to be charged for it. I cant even call my bank and place a stop payment on it because my bank charges $29 for a stop payment and there is not that much in that account. I have a different account here in Ohio that I was trying to pay my payment with thats why I signed up online to manage my account there. I have never in my life received such bad customer service. Worst experience in my life with a storage facility. What gives these people the right to auto deduct ANY thing from my account without my permission? I guarantee I have my things moved to a new facility as soon as possibleDesired Settlement: I want Uhaul to give me a truck to move my things to a new storage facility and refund any money charged to me by my bank!!

Business

Response:

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mrs. [redacted].

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office our U-Haul Center GM contacted Mrs. [redacted] and explained all storage accounts were put on auto-pay and apologized for the inconvenience she was caused. He reversed the payment and advised Mrs. [redacted] she could go online and use another form of payment.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: u-hual Ordered a hitch kit and they installed the wrong item when I went to pick up my car the service manager was extremely rude and confrontational stating we had do pay for them to uninstall the wrong item they themselves ordered. After paying for the install and removal and having nothing but a 172.00 bill we left with no equipment and serious damage to the front of our new Cadillac SRX due to how he ran it up on the ramps after arguing with me for 2 hours and having to call the local police. I showed him the damage which he([redacted]) did and I have pictures of this he shrugged his shoulders and said "oh well" and walked away. We have since contacted corporate as well with no resolution. We have paid for an item we didn't receive and paid to have their erroneous mistake removed from our vehicle now we have to pay for front bumper damage. Please help don't allow them to continue to strong arm customers and pay for merchandise we didn't receive.

Product_Or_Service: 02-14-2015

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my car repaired, My monies refunded for their erroneous mistake and extremely poor customer service. The service manager ([redacted] and his field supervisor ([redacted]) terminated for threatening a customer and being belligerent in front of my wife. I want corporate to be aware of how their customers are being treated.

Business

Response:

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted] our Field Manager for our Clearwater Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached at ###-###-####.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was not that we didn't like the hitch it was the WRONG item. She also would not listen to the customer about the actual event she stated basically we were a bother and he had to make room to do our install after waiting a week for them to even get it to their shop. Forgive me but isn't it what they do make appts and service the public, not be rude and take the manager side. She is suppose to be the advocate for customer service she might want to re-assess her jobs details. I still feel we should not have been charged for the wrong item to be installed when we specifically asked for a HIDDEN trailer hitch to accommodate our vehicle if they couldn't provide this service or was aware they didn't make such a item they should have told us from the beginning not order an item install it then BLAME the customer. This has opened our eyes to what their meaning of customer service is. As of this time we will be putting this on social media and allowing our friends and families to make their own decisions.

Regards,

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: U-Haul Rental: Wednesday 3/4/2015Contract Number: [redacted] have a substantial claim again the U-Haul at [redacted] - ([redacted]). The location's Manager's name is [redacted] and he charged me twice for a Auto Transporter that I paid for but never received. I plan to also place complaints with the U-Haul Company itself for this manager for his rude and unprofessional behavior when I requested my refund for the first Auto Transporter. It is only when I returned the truck to the Drop-off Location of [redacted], [redacted] as my family has moved there. The Representative at the receiving desk looking at my contract account with U-Haul, saw that I was being charged for TWO separate Auto Transporter one of which I was refunded $200.00 and the other was placed on my account and refunded back to me for the approximately the same amount and I would appreciate my refund back for the second Auto Transporter. Why this Manager over charged me for something that I didn't use nor received I have no idea but I am requesting that the Revdex.com open an investigation for my claim. I also let the Manager know that I am A Diabetic and Disabled, so I needed the Auto Transporter and when I went to retrieve it after calling the location to make sure that they were still open and confirmed with U-Haul they were going to be open until 7:00 pm; we arrived at 4:15 pm my son and I found there were no employees on the premises. I explained this because health did play a factor in placing a reservation for the Auto Transporter (which again was never received and charged twice and only refunded FOR ONE).Desired Settlement: I would appreciate a refund for the money that I was charged for the Auto Transporter and also U-Haul attention bought the Manager by the name of [redacted] for his unprofessional and rude behavior while on the phone with as I requested the first refund. He over talked me, interrupted me and accused of things that I didn't say. I will not recommend people use this location for U-Haul as the return offered me much more of a profound look at my Account Contract and offered a feasible solution.

Business

Response:

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She explained to Ms. [redacted] that her contract was only modified to replace her original AutoTransport number with another one that she was to pick up on March 5th. There was no additional charge for the AutoTransport, therefore, the $200 refund our GM processed was correct. Ms. [redacted] advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee. She also offered her apology for our GM’s unprofessional behavior and assured Ms. [redacted] the issue would be addressed.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The Business has already completed the return of the additional $50.00 refund and reassured me I was not being charged for TWO Auto Transporters. I consider the complaint resolved.

Regards,

Review: I rented a uhaul truck dropped it off after business hours check my account and return to the store they charged me for 2days and no gas advised they can check their cameras and can confirmed I dropped the uhaul off around 9pm and left again because we forgot the gas went next door to 7-11 spoke to a supervisor [redacted] he stated that he had several issue with the employee who closed mines and other tickets he advised me that he would credit my account and did not receive the correct amount back he advised me that I would be refund 143.00 and that was incorrect only got 50.00 he then began to give me another excuse and I advised that is not how customers should be treated and he blamed another employee and told me it will be corrected and will talk with him due to this fraud transaction the credit card used has been canceledDesired Settlement: want my money back

Business

Response:

March 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Traffic Manager for our Fort Worth Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for overdraft fees in the amount of $70 and assured her he would follow up with our GM to ensure the situation she experienced does not happen again.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I talk to him he had me under the impression that I would be removed for the rental like [redacted] promise me. He stated that the amount will be refund but not for the overdrafts when my bank contacted his office they told them different called him on a conference call and then the story change I got upset because he didnt follow with the conversation we had. I told him that I will file another complaint and he stated that the call was recorded. I asked for him to play the call so we can all hear the conversation. He was argumentative and very unprofessional. I asked for him to play the call again and then he hung up the phone. Very disappointed with him and his company and just say things to get me off the phone! When I was at the location I signed for a refund in the amount of 143.00 and then got a credit for 50.00. Dont know what they are covering up but I do not appreciate being lied to.

Regards,

Business

Response:

March 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted].

[redacted], our Traffic Manager for our Fort Worth Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:

[redacted], I wanted to make sure and reach to let you know we have issued you a $50 VIP to be used towards your next U-Haul rental. The certificate # ([redacted]) was emailed to this same email address. We apologize for all the troubles you have encountered using our services, we hope you know this is not how we want or customer’s to be treated or experience during their move. If we can be of further service feel free in contacting me at the information below. Again, thank you for choosing U-Haul, and we look forward to serving your moving needs in the future. Sincerely, [redacted] Fort Worth Traffic Control Manager ###-###-#### – office [redacted]

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: Charged additional month rent unauthorized, and sent my belongings to a different uhual causing me to spend more time and money of my own to fix it.

I booked 4 uboxes by phone and the rep on the phone recommended that I store the uboxes in Kingston until I have a permanent address and have the uboxes shipped directly to MY door vs having them ship to a local Uhual in Courtenay and stored there until which time I find a house to move into. I thought that was a great idea because it would save me $$ (The lady on the phone also said it would save me $$ and the hassle). Unfortunately it turned into a nightmare instead. This was soooo not the case. After booking these uboxes and having the plan to store them in Kingston, ON and ship them to my new address in Courtenay, BC, things fell apart with Uhual. 1.I got a call the day before I was to pick up 4 of my uboxes for moving date, and I was told I will only be getting 3 out of 4. Seriously??? I need to empty out of my apartment so I can move out west, so no I need somewhere for all my stuff to be stored. They suggested to store my stuff in their onsite storage. I told them I am leaving out west shortly after moving day and I will NOT be flying home to unload out of their onsite storage and load my 4th pod and I will NOT pay someone to do it either because I ordered 4 pods. The all of a sudden "managed" to find a forth one for me as per my order.

2.I received a quote for 4 uboxes from the Kingston, ON store and I was told the following was included in the quote (exactly what they have on the Uhual website under FAQ's section.) 1.Cost for delivery to and from your home(trailer rental or truck delivery fee), 2.Cost for shipping (transportation charges), 3.Cost for storage (one monthly fee to store you U-Box pods in our secure facility). After I booked and loaded my 4 uboxes and flew out west, I was told that the quote provided was only for shipping. That was not the case when I booked the uboxes. 3.The cost of shipping uboxes had increased from the time I booked the uboxes based on the quote provided, and when it was time to ship my uboxes to Courtenay as I found a permanent address. It was a struggle, but they honoured my quote to include shipping only to Duncan, BC, and not the one month storage fee for the uboxes and not include shipment to my home in Courtenay, BC. I requested information and details as to why my uboxes are shipped 2.5 hours south of where I live instead of to Courtenay, BC. I spoke to Chevelle (Toronto, ON) and she told me they do not deliver to the door, yet their website says they do. I called her back twice and she never returned my call. I emailed twice after our initial conversation as she requested to see the initial quote I received and NEVER responded to me either. 4.Now I had to book another uhual truck to offload my uboxes in Duncan, BC, and load onto a 26 foot truck instead because they refused to now deliver the uboxes to Courtenay, BC, and even more specifically my home as initially said they would. It took 10 hours for 2 people (my boyfriend and myself) to offload the 5 uboxes into the 26 foot truck so that we could drive another 2.5 hours back home to offload. How can they say this process is convenient? The alternative to offloading all 5 uboxes into a truck, was to rent a pickup truck and pull each box individually back and forth from Duncan, BC to Courtenay, BC and offload. I'd say that is about a 7 hour process for each box ( times 5 boxes would take 35 hours). Again, how is this convenient? 5.I spoke to [redacted] ([redacted]) on the phone for a long time to make a complaint about only some of the issues that were at hand. He set up an objection file and I only had 1 out of many issues resolved. Kingston, ON, was to refund an extra payment, and they did. However, there are still 2 outstanding refunds. They have over charged me in the monthly payments, and are refusing to answer the objection file placed and refund me my $$. EvenDesired Settlement: I would love to speak to a lawyer for the issues at hand and looking for assistance from Revdex.com as I want the extra $$ that I had to spend that was to be included in the cost of the ubox rentals, including the extra truck rentals and gas, as well as the hassle.

To Note: The website says they deliver pods to your residence (lovely video on their website shows how easily they do it), OR, you have the option to pick up and deliver on your own, OR, load at the "secure" facility (that is NOT secure i

Business

Response:

March 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted], I tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I sent the following email to [redacted]: Attached is a copy of my credit card statement. Sorry it was New Brunswick, and not Nova Scotia. I was told to call that number at the time I made the first complaint to Uhual, and I never received a call back. I never authorized New Brunswick Uhual to charge my credit card and want to know how they got my credit card information and why I was charged. This charge is incorrect and I have requested for a refund, but was ignored. I was only dealing with the Uhual in Kingston with these Ubox rentals (the Cataraqui Uhual on the credit card statement). Secondly, I called the number that was provided below and they are having to call help desk to find the reason for that charge. They also have to look into why my uboxes were sent to a different location then where I booked it.I also just want to note and will tell [redacted] as well as I am sure we will have to discuss these charges further, that if I had known they were going to ship my Uboxes to Duncan, BC vs Courtenay, BC, uboxes would NOT have been the method chosen to move my stuff from one side of the country to the other. This process was beyond far more painful then what Uhual said it would be and I would have chosen to pay someone to pack my stuff in Ontario and drive it out here and offload at my house. For the future, Uhual should really tell their customers who are booking Uboxes that the WEBSITE IS INCORRECT and Uhual DOES NOT deliver to your door. Uhual's website FALSE ADVERTISING and should be changed.

Regards,

Business

Response:

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted].

[redacted], Senior Staff for our Eastern Ontario Regional Office, reviewed the recent comments from Ms. [redacted]. She sent Ms. [redacted] another email explaining she heard back from our Credit Card Processing Department and is just waiting on the contract number to issue the refund. She apologized for the inconvenience she experienced and explained she also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: My mother rented a uhaul for me to move with and when I went to pick it up, the man handed me the keys and told me to look it over for dents because he hadn't had time. I did so and left with the truck. I got to my destination and noticed the mileage did not match the contract. I called and he said he gave me the wrong truck but it was fine he would fix it. I got my stuff loaded into the uhaul and got down the road with my 2 little preschool age girls and the truck broke down on the highway nowhere near a town in a HORRIBLE blizzard. I called their roadside service. I was hung up MANY MANY times. Nobody bothered to call me back even though I gave my number right off the bat and told them I was stranded in a blizzard. After HOURS someone stopped to help me. He put bottled waters in the truck, and I babied it to the closest town. He followed me. I purchased coolant for the truck, and it continued to have issues, so I had to stop many times to service it. I called customer service when I finally made it to a safe place. I got hung up on OVER AND OVER AND OVER. This a KNOWN issue for UHAUL to disconnect with customers and they CHOOSE not to fix it. UNACCEPTABLE. My daughters and I could have FROZE to death out there in the freezing white out conditions. POOR POOR POOR customer service. I have been trying for MONTHS to resolve this with UHAUL. I keep getting the runaround and incompetent customer service reps.Desired Settlement: I want ALL of the money refunded as well as the cost of the coolant and water I had to buy. you SHOULD compensate me for the extra time it took and the stress me and my little girls had to go through. I was moving for a JOB which I was barely prepared for due to dealing with a faulty uhaul truck that should NOT have been rented out in the first place!

Business

Response:

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Nebraska Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not yet seen the $100 credit to the credit card account. I'm sure it will take a few days. I did not receive $100 credit from uhaul. I received a $40 voucher, which makes me think they are being dishonest. What is going on??? I won't consider this resolved until I receive both items they promised in your email. I feel like they are trying to pull a fast one and get off cheaper than planned. I am now seeing 2 different stories here.

Regards,

Business

Response:

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted].

Our records indicate the $100 refund to Ms. [redacted] account did process. However, I erred in relaying a VIP Certificate for $100 was also issued to Ms. [redacted], when in fact the correct amount was $40. In the interest of customer good faith, I went ahead and sent Ms. [redacted] another VIP Certificate for $60 due to my error and apologize for the inconvenience this may have caused.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: we are traveling from las vegas nv to okc ok. Truck has broken down 2 times on the road. Have spent over 5 hours in the desert, two mechanics a repair being hauled into a mechanic. Once arriving at mechanic he states he had to go on break. Called uhaul each time but they have no definite answer of how many times truck had to be repaired before a customer can get a different truck.Desired Settlement: At least half off of what we paid to rent truck. ....hot and stranded

Business

Response:

June 29, 2012

Thank you for your concern for our customer Ms. [redacted].

Ms. [redacted], a Senior Customer Agent, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] an email requesting additional information in order to continue researching her concerns. She hopes to hear back from Ms. [redacted] soon.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 6 X 12 trailer for a DIY military move about two weeks in advance. The day before our move I received a call from customer service stating they had no 6X12 trailers available in our area and they offered us a smaller one (I still have the message saved in my cell phone). We really needed a large trailer so my husband and I drove across town to see what trucks were available. We found one the correct size and called U-Haul to make the reservation. The agent made the reservation and I asked about the $50 guarantee that was posted online. I pasted it below: $50 reservation guaranteeWhen you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50.I agent assured me that that I would receive the $50 credit and that my account was noted. We rented the trailer for a couple of days and moved. The next week we needed to rent another hitch so I called to see if my refund was processed so that I could apply it to the next rental (if possible). I was told that I was ineligible for the guarantee. Over the next couple of days I was calling U-Haul so that they would back up the guarantee and I finally got a chance to speak to a supervisor. I was told: "Since you found a trailer with 17 miles of the original destination, you no longer qualify for the $50."This was very upsetting to me...and it still bothers me. The guarantee online says nothing about a milage limit. I called U-Haul several times to settle this matter and they still refused to honor their guarantee. I am very dissapointed in U-Haul's business practices. A hectic situation was made worse by these actions.Desired Settlement: I would like the $50 refund (money not a credit) and future discounts.

Business

Response:

July 6, 2012

Thank you for your concern for our customer Mrs. [redacted].

Mr. [redacted], our President for the U-Haul Company of Coastal SC, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and advised her of a refund for $50.00. The refund was issued back to her Visa account and should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On June 28, 2012, I reserved a truck to be used in my move on 7/30-8/1. At the time of my reservation, I did not know the destination of my move, so I called the customer service phone number and asked whether I would be able to fill it in later, and they told me yes. A few days before my move, I called customer service again to notify U-Haul of where I would be traveling, and they told me that I should just tell the U-Haul location owner (Parks Place in [redacted], FL), and that it would be fine.On 7/30 when I picked up my truck, I arrived at Parks Place U-Haul in [redacted], FL. At that point in time, I informed the employee that I would be traveling to [redacted], FL, and he told me that the truck was only rated for in-town use and would not be safe on the highway. Not only that, but it was to be returned in [redacted], and could not be used for a one-way move. When I told the employee that I had spoken with customer service about this twice already, he did his best to rectify the situation for me, but only after he waited on hold for nearly 30 minutes. He was eventually able to locate another truck in town, but it was at a substantially increased price - originally $59.95, now $259.00 - which I was not told ahead of time. Since it was the day of my move, I was essentially forced to pay it, because I needed to move and had no choice. I arrived at 4pm and did not have a truck until almost 6pm.I had also reserved two-dozen furniture pads. The Parks Place location I started at had 6 pads, and the second location had 0. Despite reserving 24 pads, I only ended up with 6.As an aside, the moving service that I reserved through U-Haul's MovingHelp subsidiary ran three hours late, causing me to waste valuable time on the days of my move. As a result, I did not finish unpacking before returning to work today, which has been a major inconvenience.Having paid $178.45 for the movers and $266.56 for the truck, plus gas, I feel overcharged, misled, and that my time has been wasted.Desired Settlement: I am only asking for a partial refund, because I did successfully rent a truck from U-Haul, albeit after a few hours of hassle and delay. I am especially unhappy with the increased cost of the move, which cost nearly $200.00 more than originally expected. Therefore, I feel it would be fair to obtain a partial refund for my inconvenience.

Business

Response:

August 15, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gainesville, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology and also explained that his reservation he made on-line was for an in-town move, not a one-way move. Because a destination was not entered, an in-town rate was provided. She provided her telephone number if he wished to discuss his concerns further and advised our office a refund was not owed to Mr. [redacted].

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a u-haul van (10 foot) from the Car Depot on Highway 20. The contract indicated that the vehicle had 1/4 of a tank of gas at time of rental, and should be returned with the same amount of fuel. Van was returned the same day with 1/4 of a tank of gas, however I was later charged US $45.00 for fuel and a service charge. The u-haul representative claimed that the truck and been returned with less than 1/8 of a tank, but this was not the case.Desired Settlement: $45.00 reimbursement for fuel that was not used.

Business

Response:

August 19, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern WA, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and addressed his concerns. She explained our records indicate he returned the truck with 1/8 tank of fuel instead of the required ¼ tank. $15.00 was the charge of the fuel plus a $30.00 Service Fee, which brought the charge to $45.00. She advised Mr. [redacted] that a refund could not be issued.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: Hello and thanks for your help with this unfortunate matter. I dealt with U Haul on the phone everyday for the entire week before I needed the truck to move. Each day, I was told that unauthorized changes were made to my order and reservation. Each day, I received promises to rectify their previous mistakes, but those promises weren't on the account later on. Long story short, the day I showed up to receive my truck for the PROMISED $49 local rental plus 25 miles free, and free return at ANY location in Chicago for all of my inconvenience, I was told that my only option was to pay $159 or to not use a truck. I was moving my apartment that evening, so not taking a truck was not an option for me. I called U-haul 20 minutes before 7pm but nobody picked up and they closed at 7pm. All the while, an aggressive employee, Jona Johnson, was threatening to take the truck from me if I didn't hang up within 2 minutes. I was forced to take the truck at 7:02, because I had zero options with customer service and was moving that evening. Before I returned the truck the next day (8/01), I talked to several people in customer service. A service representative (Rocc Bolden) promised me he'd take care of the extra charge amount. This never happened. Instead, two separate charges for $159 each were deducted from my debit card and a few days later, one charge was removed. I have still been over-charged $110. This is bad business. In addition, I've used up all of my cell phone minutes and gone over, talking to so many customer service people and being put on hold. I'm happy to pay the agreed total of $49. Please help me to recover my $110. Thank you for your time!Sincerely,[redacted]

Product_Or_Service: U-Haul 17 ft truck with dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded $110, so that I pay the PROMISED $49 for local rental instead of one-way.

Business

Response:

August 31, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information provided. She informed our office she spoke to consumer approximately two weeks ago and issued a refund for the one-way rate. He has, therefore, only been charged the in-town rate.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Uhaul Ubox pod to store my things while I was out of the US, under the condition that I could tow it from LA to MA. My stated plan was to ship the Ubox or tow it myself, whichever was affordable. The cost to ship it was too expensive so I had to exercise the condition in my contract to rent a trailer and do it myself. Then, I was told that I couldn’t do this since trailers are for local usage. Thus, I had to give and throw away my things that wouldn’t fit in my car, including a $1000 bed and about $500 in other furniture. I emailed Uhaul to hire people to move my things into a trailer that I could move out of state, to install a trailer hitch on my car and to on a specific day about a week later. Uhaul did not respond. I called when I got back to the US and I was told that it was too late to get an appointment on that day. So, I had to hire people to take and throw away all my things that did not fit in my car. Uhaul failed to respond to my problems and gave me misinformation. I recorded another Uhaul representative tell me that the S[redacted] workers do not know that Uboxes can’t be towed and she was not surprised that they gave me the wrong information. My agreement condition was not met and it rendered my services useless and caused me to lose my things as a result. Louisiana law recognizes verbal contracts and since a company representative admitted that it is common for the S[redacted] representatives to misinform then it supports my allegation.Desired Settlement: I want a refund of the following charges: $86.11 (Jun 13), $25.01 and $183.40 (Jun 16) and $70.80 (Jul 15).

Business

Response:

September 6, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. Pam Allen, our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced with his U-Box rental. She also advised him of a refund for $365.32 as he requested and asked for the name of the person at the [redacted] location for further follow up to ensure our employees have the correct information to provide our customers.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I called the number to UHAUL and talked to 3 people and was hung up on. I was calling to set an appointment with the service tech to install a hitch, the website also told me the price $ 159.00 and free install on 9- 12- 2012. I then went into the store and the tech was due in at 4pm Mr Lewis said you can wait, I said I would in the meantime the mgr Stacy Worth told me they have 10.00 off not free Install which was 30.00. She stated did I print the offer out I said no but I would like to get this done today and the parts were in stock. I was waiting at the store and the President of UHAUL called Rocc Bolden they put me on the phone with him he advised me of no such offer and I said that I seen it on the website he stated I was crazy. Rocc Bolden then said he would not offer me anything with ref to discounts, I said am I the customer here or what this is false advertising he then said he had an attitude and briskly told me he did not need my buisness an advised me to leave the store.I feel I was wrongly treated by Mr Rocco Bolden and feel that his dis respect to the customer is in violation of state law and he is false advertising online and not honoring what was stated online. I was very upset by Mr Bolden's treatment and would ask the Revdex.com to look into this buisnesses practices and his discrimination towards me. Also the people answering the phone that hang up on you should be addressed. I was also told by Mr Lewis that he was sorry he just started at uhaul and been having problems with the phones and customers assistance and the other people all quit last week and walked off and he did not know what to do he was not trained.

Product_Or_Service: hitchDesired Settlement: DesiredSettlementID: Other (requires explanation)

Revdex.com to investigate.

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Mr. [redacted].

We contacted Mr. Rocc

Bolden, our President for the U-Haul Company of Chicago South and SW

Suburbs, in regards to Mr. [redacted]'s information he provided. I'm sure

you are aware there are always two sides to a story. Mr. Bolden

acknowledged he did speak to Mr. [redacted] and relayed that he made no

negative comments toward Mr. [redacted]. Mr. Bolden advised Mr. [redacted] there

was no such offer for a free hitch installation, however, we did have

a $10.00 off offer on-line that he would gladly provide him. Mr.

Bolden did offer his apology when Mr. [redacted] asked if he was the

customer and that the customer is always right. Mr. Bolden again

stated he would honor the $10.00 off the installation. Mr. [redacted]

initiated that he was going to walk out of our U-Haul location and

Mr. Bolden merely said OK.

Please be assured we

appreciate customer feedback and want to ensure our customers are

receiving the quality of service they have come to expect and deserve

from U-Haul.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

Internationalv

Review: Rental of Uhaul Truck for 5 hours.Representative of company took my sales contract and proof of mileage and gas. I was emailed a receipt of charges which stated I returned the vehicle an hour after actual time of return and with 59 miles incurred that did not happen during my rental time as well as a different gas reading. I am now being charged for everything. Customer service has failed to contact me when requested.Desired Settlement: Refund Moving is stressful enough, having to deal with this problem has made things worse. I request a full refund - I am not responsible for charges I didn't incur, and I would like to be compensated for the time I have taken to deal with intentional misconduct of the business. In addition, the business should be deterred from future misconduct in some form or another (e.g. public forum)

Business

Response:

October 12, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

GM of our U-Haul Moving and Storage of Downtown San Francisco,

followed up on the information Mr. [redacted] provided. He informed our

office he contacted Mr. [redacted] and advised him of a refund in the

amount of $89.50 due to the mileage discrepancy. The refund was

credited back to Mr. [redacted]'s Visa account and should post on his

next credit card statement.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented a truck for $29.95 per day.I asked the representitive how much per mile and he told me 9 cents. I repeated it back to him " 9 cents" and he said yes. (This was at 2pm on the 14th. He said he had that truck rented out at 9 AM on the 15th. I returned it at 2 AM on the 15th.) I also added the insurance for $14.95. I drove 430 miles. The bill should have been $29.95 + $14.95 + $38.70 (for miles) = $83.60 + sales tax I assume. I was charged 2 payment on my debit card of $153.55 and $349.72 Total of $503.27. When I called to ask about the charges, he told me it was 99 cents per mile not 9 cents. I told him if I was told 99 cents per mile, I would not have rented it. I would not have rented it at 50 cents per mile. I could have rented a car, gone to my destination, got my friends truck and came back and got my vehicle (that had broken down) with a tow dolly. I feel they used an unfair practice to get my business. I feel they owe me in access of $400. I will not recomend U-Haul to anyone, especially the one in Fergus Falls.Ron

Product_Or_Service: U-Haul rentalDesired Settlement: DesiredSettlementID: Refund

The difference of the stated amount ($29.95 + $14.95 + $38.70 + tax) and the amount I was charged ($503.27)

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Fargo, followed up on

the information Ms. [redacted] provided. He informed our office he

sent Mr. [redacted] the following email:

Good

afternoon Mr. [redacted],

Thank you

for using U-Haul for your recent move. I have searched, and located,

the documents related to your recent rental. Since I was not present

at the time of your rental rate discussion, these documents will be

used to determine what action will be taken. In viewing your

dispatching document, it does show $0.99/mile as the mileage rate

being charged, and $29.95 as the truck rate. It also shows an

estimated 100 miles, and what your estimated total charges would be

if you drove that distance. Thus, the $153.55 estimate and, the

contract bears your signature. Since the return document only reveals

a summation of the original rates quoted times their counterpart,

time and mileage, it appears all is in order. The charges billed to

you will remain. Should you have any further questions, please do not

hesitate to contact me either by e-mail or by phone. [redacted]

Sincerely, [redacted], [redacted]

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International